Helpdesk SLA Policies in Odoo 19:
Ticket Automation & Customer Satisfaction

from odoo import models, api

class HelpdeskTicket(models.Model):
    _inherit = 'helpdesk.ticket'

    @api.model_create_multi
    def create(self, vals_list):
        """Auto-set priority based on partner's SLA tier tag."""
        for vals in vals_list:
            if vals.get('partner_id') and not vals.get('priority'):
                partner = self.env['res.partner'].browse(
                    vals['partner_id']
                )
                # Check for VIP tag on the contact
                vip_tag = self.env.ref(
                    'my_helpdesk.partner_tag_vip', raise_if_not_found=False
                )
                if vip_tag and vip_tag in partner.category_id:
                    vals['priority'] = '3'  # Urgent
                elif partner.parent_id and partner.parent_id.is_company:
                    # Enterprise customers get High priority by default
                    contract = self.env['sale.order'].search([
                        ('partner_id', '=', partner.parent_id.id),
                        ('state', '=', 'sale'),
                        ('tag_ids.name', 'ilike', 'Premium Support'),
                    ], limit=1)
                    if contract:
                        vals['priority'] = '2'  # High
        return super().create(vals_list)

from odoo import models, fields, api
from datetime import timedelta

class HelpdeskSLAEscalation(models.Model):
    _inherit = 'helpdesk.ticket'

    is_escalated = fields.Boolean(
        string='Escalated',
        default=False,
        tracking=True,
    )
    escalation_date = fields.Datetime(
        string='Escalation Date',
        readonly=True,
    )

    def _cron_escalate_sla_breached(self):
        """Scheduled action: escalate tickets that breached SLA.

        Run every 15 minutes via ir.cron.
        Menu: Settings → Technical → Automation → Scheduled Actions
        """
        breached_tickets = self.search([
            ('sla_fail', '=', True),
            ('is_escalated', '=', False),
            ('stage_id.fold', '=', False),  # Not in closed stages
        ])
        manager_group = self.env.ref('helpdesk.group_helpdesk_manager')
        managers = manager_group.users

        for ticket in breached_tickets:
            ticket.write({
                'is_escalated': True,
                'escalation_date': fields.Datetime.now(),
                'priority': str(min(int(ticket.priority) + 1, 3)),
            })
            # Post internal note visible only to agents
            ticket.message_post(
                body=(
                    f'<strong>SLA Breached — Auto-Escalated</strong>'
                    f'<br/>Priority raised to '
                    f'{{ticket.priority}}. '
                    f'Original deadline: '
                    f'{{ticket.sla_deadline}}'
                ),
                message_type='comment',
                subtype_xmlid='mail.mt_note',
                partner_ids=managers.mapped('partner_id').ids,
            )

    def _cron_auto_close_stale_tickets(self):
        """Close tickets stuck in 'Waiting on Customer' for 7+ days.

        Sends a final notification before closing.
        """
        stale_date = fields.Datetime.now() - timedelta(days=7)
        waiting_stage = self.env.ref(
            'my_helpdesk.stage_waiting_customer',
            raise_if_not_found=False,
        )
        solved_stage = self.env.ref(
            'helpdesk.stage_solved',
            raise_if_not_found=False,
        )
        if not waiting_stage or not solved_stage:
            return

        stale_tickets = self.search([
            ('stage_id', '=', waiting_stage.id),
            ('write_date', '<=', stale_date),
        ])
        for ticket in stale_tickets:
            ticket.write({'stage_id': solved_stage.id})
            ticket.message_post(
                body=(
                    'This ticket was automatically closed after '
                    '7 days without customer response. '
                    'Please reopen if you still need assistance.'
                ),
                message_type='comment',
                subtype_xmlid='mail.mt_comment',
            )

<odoo>
  <data>
    <record id="rating_ticket_email_custom" model="mail.template">
      <field name="name">Helpdesk: Custom CSAT Survey</field>
      <field name="model_id" ref="helpdesk.model_helpdesk_ticket"/>
      <field name="subject">How did we do? Ticket #{{object.id}} — {{object.name}}</field>
      <field name="email_from">{{object.team_id.alias_id.display_name}}</field>
      <field name="email_to">{{object.partner_id.email}}</field>
      <field name="body_html" type="html">
        <div style="margin: 0; padding: 0;">
          <p>Hello {{object.partner_id.name}},</p>
          <p>
            Your support ticket <strong>#{{object.id}} —
            {{object.name}}</strong> has been resolved
            by {{object.user_id.name}}.
          </p>
          <p>How would you rate your experience?</p>
          <t t-set="access_token"
             t-value="object._rating_get_access_token()"/>
          <table style="margin: 20px 0; border-spacing: 12px;">
            <tr>
              <td>
                <a t-attf-href="/rate/{{access_token}}/5"
                   style="text-decoration: none; font-size: 32px;"
                >🙂</a>
                <br/>Satisfied
              </td>
              <td>
                <a t-attf-href="/rate/{{access_token}}/3"
                   style="text-decoration: none; font-size: 32px;"
                >😐</a>
                <br/>Okay
              </td>
              <td>
                <a t-attf-href="/rate/{{access_token}}/1"
                   style="text-decoration: none; font-size: 32px;"
                >😞</a>
                <br/>Dissatisfied
              </td>
            </tr>
          </table>
          <p style="color: #888; font-size: 12px;">
            Resolved in {{object.sla_status_ids[0].reached_datetime}}
            by team {{object.team_id.name}}.
          </p>
        </div>
      </field>
    </record>
  </data>
</odoo>

from odoo import models, fields

class HelpdeskSLAReport(models.Model):
    _inherit = 'helpdesk.sla.report.analysis'

    breach_hours = fields.Float(
        string='Hours Over SLA',
        compute='_compute_breach_hours',
        store=True,
    )

    @api.depends('sla_deadline', 'sla_reached_datetime')
    def _compute_breach_hours(self):
        for record in self:
            if record.sla_fail and record.sla_deadline:
                reached = (
                    record.sla_reached_datetime
                    or fields.Datetime.now()
                )
                delta = reached - record.sla_deadline
                record.breach_hours = delta.total_seconds() / 3600
            else:
                record.breach_hours = 0.0